Chief Operating Officer, Host

About Host

Designed to complement CBRE's occupier and landlord service offerings, the Host mission is to create and scale people-led, technology-enabled services that increase individual well-being, personal productivity and organizational effectiveness. Put simply: our goal is to help people work smarter and delight in doing it.

We are a diverse team of creative, engaged and highly-motivated individuals who are passionate about disrupting real estate from inside the world's largest real estate services organization. Through existing relationships alone, we have the potential to reach more than 20M end users.

About the Role

The short- and long-term success of Host is inextricably tied to how effectively we sell, deploy, and operate Host technology and people services on behalf for our clients.

The Host team is seeking an experienced professional to lead global service operations for Host. The successful candidate will be passionate about leading individuals and inspiring top performance in others. This leader will own the end-to-end customer experience for our people services and technology product and will establish a process for managing both effectively, at global scale. This individual will have proven success leading a team that serves Fortune 500 clients in a fast paced and highly cross functional environment.

We are seeking a leader who is passionate about our vision to create workplace experiences that are simultaneously more seamless and delightful. This candidate is someone who is comfortable with ambiguity, thrives on bringing order to chaos and, perhaps most importantly, is not afraid to roll up his/her sleeves and get the work done.

What you'll do:

• Oversee the global teams responsible for the full deployment of Host services (customer success for our technology platform and people services)
  • Recruit, hire and manage top performers to support technology implementation and success
  • Ensure connectivity between core Host functions and other facilities management and property management soft services personnel (meetings and events, reception and mail, document management, etc.)
  • Implement QBR practices, refine metrics, create reporting, and measure long term goals
• Establish a standard process and methodology for deploying Host into a variety of different client situations (large distributed portfolios, large campuses, multi-tenant buildings, etc.)
  • Create a fast, effective and measurable client onboarding process
  • Partner with CBRE's recruiting teams to find and attract Host talent and vet existing talent on transitioning accounts
• Engage in a hands-on way with customers (large occupiers and landlords) and client-dedicated CBRE teams (Experience and Facilities management teams; Property Management teams) to ensure smooth transitions and exceptional client service
  • Align with Host's Hospitality and Product and Engineering teams to ensure an integrated approach to delivering technology and hospitality services
  • Work closely with account directors and property managers to align services under a single CBRE solution
  • Drive downloads and active use of the Host app, reduce churn, and increase customer satisfaction

*         Oversee the development of detailed technical and people services solutions as part of the bid process to ensure that sales teams commitments and contractual commitments are well aligned and deliverable by Host and CBRE account teams.

o    Manage the Bid/Transition/Operate process and team

o    Create a process that ensures consistent successful outcomes for all services within Host brand as the sales team hands work to operations teams.

*         Work cross-functionally with other parts of the Host team:

o    Work hand-in-hand with Host leadership to improve the operating rhythm of the business and ensure consistency across the globe

o    Partner with the Product and Engineering team to inform the future product roadmap based on feedback from clients and Host employees on-the-ground

o    Work with the Hospitality team to ensure the 'Host method' is consistently deployed across accounts and with the Labs team to evolve our offering overtime

o    In partnership with the sales team, review and agree all pricing and contractual commitments.

o    Collaborate with leadership to consider new service strategies and revenue models.

Qualifications

• 10+ years of experience
• Demonstrated ability to operationalize a business of similar size and complexity

*         Proven success in deploying both people and technology services simultaneously

• Demonstrated success in managing complex customer relationships, and acting as a trusted advisor to executive and senior leadership in Engineering, Product, Business Analytics and Marketing
• In-depth knowledge of the real estate industry -from both the investor and occupier perspective
• Bachelors Degree and/or equivalent; Masters degree a plus
• Outstanding business consulting skills (forging relationships with senior-level stakeholders; understanding business goals, strategic plans, metrics, and challenges; collaborating on solutions)
• Proven ability to attract and develop talent at every level of the organization
• Excellent writing and verbal communication skills
• Personable and collaborative with a track record of working successfully across teams

Role details

*         This position will either be based in our team's mid-town New York office, our downtown Chicago office or in our downtown San Francisco office.

*         Candidate must be willing to travel up to 50% of the time, including international travel

Equal Opportunity and Affirmative Action Employer Women/Minorities/Persons with Disabilities/US Veterans